ITIL® Release, Control and Validation (RCV) Training & Certification

 

Syllabus:

Module 1: Introduction to Release, Control & Validation

Purpose and objectives of service transition

Service transition lifecycle stages

Effective preparation for service transition

Planning and coordinating service transition activities

Transition process support to stakeholders

 

Module 2: Change Management

The scope of the Change Management process

Business value of change management

Types of change request

The role of change models

The options and considerations for remediation planning

Typical activities involved in managing changes

The change management process triggers

Configuration management system (CMS)

The challenges and risks of change management

Stakeholder change as an essential part of continual improvement

 

Module 3: Service Asset and Configuration Management

SACM process

SACM process, and demonstrate some practical examples in real-life situations

SACM policies and basic concepts and various types of CIs

The activities of asset management

The key SACM process activities and deliverables

The SACM process triggers, inputs, outputs and interfaces

The information management considerations for SACM

How the SACM process can be effectively measured

 

Module 4: Service Validation and Testing

The purpose and objectives of the SVT process

 The scope of the SVT process

 The business value of the SVT process

The key activities of the SVT process

 The SVT process triggers

The challenges and risks of SVT

 

Module 5: Release and Deployment Management

• The purpose, and objectives of the RDM process
• The scope of the RDM process
• The business value of the RDM process
• RDM policies
• The four phases of RDM
• Release and deployment planning considerations
• Release and deployment plans
• Pass/fail criteria
• Build and test planning
• Planning release packaging and build
• Preparation for release build and test
• Deployment planning
• Planning of pilots
• Financial/commercial planning
• Release and build documentation
• Build and manage the test

 

Module 6: Request Fulfillment

• The purpose, objectives and scope
• The business value of the request fulfillment process
• Request fulfillment policies
• Information required by the request fulfillment process
• Challenges and risks pertaining to request fulfillment

Module 7: Change Evaluation

• The purpose, objectives and scope of the change evaluation process
• Change evaluation policies, principles
• Change evaluation process terminology
• The evaluation of predicted service performance
• Evaluation report contents
• Change evaluation process triggers, inputs, outputs and interfaces
• The role of the SKMS and CMS
• Challenges and risks pertaining to change evaluation

Module 8: Knowledge Management

• The purpose, objectives and scope of the KM process
• The business value of the KM process, especially in the context of service transition
• KM policies and use of DIKW structure.
• Demonstrate the benefits of using an SKMS through examples
• KM process triggers, inputs, outputs and interfaces.
• Information management aspects to consider when creating an SKMS
• How KM can be effectively measured
• Challenges and risks pertaining to KM

Module 9: RCV Roles and Responsibilities

• Generic roles involved in service transition
• The key roles/functions responsible for executing each process step
• Generic roles in service transition
• Transition planning and support
• Change management
• Service asset and configuration management
• Release and deployment management
• Service validation and testing
• Request fulfillment
• Change evaluation
• Knowledge management

Module 10: Technology and Implementation Considerations

• The list of generic requirements for integrated ITSM technology
• The evaluation criteria
• The RCV practices for process implementation
• Managing change in operations
• Service operation and project management
• Assessing and managing risk in service operation
• Operational staff in service design and transition
• How to plan and implement service management technologies
• The technology considerations
• Knowledge management tools